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IT- GLM 26 th July 2010 Andreas Wagner – CERN IT/ OIS

Proposal for a Mac Service. IT- GLM 26 th July 2010 Andreas Wagner – CERN IT/ OIS. Outline. Background Proposal for Mac Service From Mac Support to Mac Service Next Steps and ongoing work Summary. Background - History.

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IT- GLM 26 th July 2010 Andreas Wagner – CERN IT/ OIS

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  1. Proposal for a Mac Service IT-GLM26th July 2010 Andreas Wagner – CERN IT/OIS

  2. Outline • Background • Proposal for Mac Service • From Mac Support to Mac Service • Next Steps and ongoing work • Summary CERN Mac Service - 2

  3. Background - History • Mac usage at CERN varied quite a bit over the last decades, e.g. was popular in directorate for some time and with some specific user communities • In the past due to limited resources the aim was to focus IT support efforts for Windows and SLC • Mac Support as one-man-show (2005-2009):for several years Mac Support = Patrick Herzog CERN Mac Service - 3

  4. Background - Motivation • Since 2002 Mac OS X • Unix based OS architecture • Mac HW architecture move to Intel • announced June 2005 • first Intel based models Jan 2006 (15" MacBook Pro & iMac Core Duo line) • Mac OS X 10.6 "Snow Leopard“ (released in 2009)was the first OS X version that did not support the PowerPC family anymore Mac became an attractive platform for physicists. CERN Mac Service - 4

  5. Background - Motivation Active hardware population at CERN Active devices seen on the network, July 2010 CERN Mac Service - 5

  6. Mac Service - Proposal • The existing number of Macs onsite is quite significant • Despite being sometimes more expensive, Macs fully satisfy a number of user communities. Proposal to recognize and support the Apple laptops & desktops with MacOS X as a standard CERN platform • NB: This is not a proposal for a “managed platform” a la NICE, for this users should use Windows (NICE). Mac users will be advices to enable auto-update for OS and applications. CERN Mac Service - 6

  7. Mac Service – Key areas • Integration • Interoperability with other IT services • Data protection • Issue of local data • Structured dialog with Mac community via ITSRM • To identify user needs and wishes • Address known pain-points CERN Mac Service - 7

  8. Mac Support to Mac Service (I) • Introduce official support via the Service Desk • Standard three level support model already implemented since January 2010 • Already during the negotiations for new desktop support contract, that has started in 2010, a dedicated SubSLA for Mac Support was included • Some cases were already handled via the support contract before, but it was a somewhat grey area since Mac support coverage was not properly reflected in previous contract. • In view of providing non-standard laptop support via desktop support contract, presently together with UDS a review of all SLAs for Windows, Linux and Mac is taking place to be more coherent for both SW and HW support aspects CERN Mac Service - 8

  9. Mac Support to Mac Service (II) • Official support via the Service Desk (cont.) • Applies to “CERN supported Mac OS X versions (n, n-1) installed on Standard Apple Hardware” • Help Macintosh users to install/re-install the operating system software or applications • Help for configuration and use of CERN services (mail, web applications, printing, remote logins, file services, etc.). • Help for hardware failure diagnosis • Help users carry out simple maintenance operations on Macintosh hardware, like adding modules of memory, changing disks or internal components. CERN Mac Service - 9

  10. Mac Support to Mac Service (III) • Establish link with Apple support to provide adequate technical support for the relevant platforms • Apple offers three levels of enterprise support contracts:“Select” , “Preferred” , “Alliance” • “Select” (~10k/year): • 10 incidents maximum / year • “Preferred” (~34k/year): • unlimited number of reported incidents, • 24x7 support coverage • Includes a dedicated Technical Account Manager     • “Alliance” (~84k/year):   • multi-sites i.e. covering several institutes • Order for “Preferred” support contract was sent on Friday July 23rd CERN Mac Service - 10

  11. Mac Support to Mac Service (IV) • Facilitate Mac hardware purchases: • Together with FP & GS departments identify the best purchase and hardware assistance possible(e.g. Stores / punch-out / dedicated Apple Web portal) • Ensure proper interoperability between IT services and popular Mac Applications such (Mail, Web applications, printing etc...) • Provide good documentation and user help • Provide documentation on recommended configuration of tools and best practices (e.g. fonts to avoid, file extensions, etc...) CERN Mac Service - 11

  12. Mac Support to Mac Service (V) • Streamline Mac software license provision: • With help of FP, provide attractive licensing for popular Mac OS X software • today: • OS Upgrades • Antivirus • MS Office • Adobe Products: Dreamweaver, Acrobat, … • other candidates: • Enterprise subscription for Mac SDK (campus license) • Virtualization: Parallels, Vmware Mac Service - 12

  13. Mac Support to Mac Service (VI) • Role of support-MacOSX mailing list • Today used for simple and advanced self help of Mac user community • Works well, especially for specific problems e.g. with peripherals. • For standard requests redirect users to Service desk • Keep as moderated expert exchange forum Mac Service - 13

  14. Mac Service – Key points • Ad Integration • AD integration, i.e. use of CERN accounts, to provide seamless access to CERN resources such as files, Websites etc. • Being looked at again after pilot in 2003 (issue of domain name that Mac ignores) • As data protection • Recommendation to place files on AFS/DFS • Evaluation of central backup facility for professional local data, e.g. time-machine etc. • Address known pain-points • NetBoot installation server for OS upgrades CERN Mac Service - 14

  15. Mac Service - Resources • Service Manager: Matthias Schröder (25%)Backup Service Manager: Patrick Herzog (100%) • Prepare proposal to stop support for SLC on PC laptops to liberate some resources that can be reallocated to Mac Support • For users that want Linux based laptop, move in direction to suggest to use Mac CERN Mac Service - 15

  16. Next Steps & on-going work (I) • Apple Enterprise Support contract in pipeline • Prepare formal Service Specification • Present new Mac Service to next ITSRM • Extend further Mac user documentation • Prepare user communication (CNL, Bulletin, etc) CERN Mac Service - 16

  17. Next Steps & on-going work (II) • Ad Integration • AD integration, i.e. use of CERN accounts, to provide seamless access to CERN resources • Being looked at again after pilot in 2003 (issue of domain name that Mac ignores) • Ad data protection • Evaluation of feasibility of central backup framework for professional local data, e.g. time-machine etc. • Ad known pain-points • Test with NetBoot installation server for OS upgrades CERN Mac Service - 17

  18. Summary • Increasing usage of Mac over the last years • A certain range of assistance was already provided via previous Mac Support  Acknowledge Mac as supported platform  Offer a Mac Service to address the needs of Mac user community CERN Mac Service - 18

  19. Questions ? CERN Mac Service - 19

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